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A. a CTI port to the customer B. the ACD line of the agent to the customer C. the personal line of the agent to the customer D. a CTI port to the agent, then redirected to the customer

Answer: B

QUESTION 5 An organization wants to collect an account number from a customer via IVR prompting. Then, using a keystroke macro, the customer wants to insert the account number into the account number field in the agent’s CRM desktop application. The keystroke macro will also initiate the CRM desktop application, executing a database lookup from the CRM Database server to retrieve the customer record. Assuming the organization wants the lowest cost solution, what product does this organization need for this capability?

A. number of silent-monitoring and remote-monitoring sessions B. bandwidth requirement between Cisco Unified CCX and SocialMiner in an agent web chat deployment C. number of historical reporting sessions D. bandwidth requirement for remote agents who are connected over a WAN to Cisco Unified CCX E. number of ASR and TTS ports F. bandwidth requirement between two Cisco Unified CCX nodes in a high availability over WAN deployment

Answer: BDF

QUESTION 9 In a high availability over WAN deployment, which option cannot be across the WAN from the active Cisco Unified CCX site?

QUESTION 10 A Cisco Unified CCX deployment is licensed for 120 agent seats, out of which 70 agents log in as chat agents via an independent browser. How many agents will be able to service voice calls via Cisco Agent Desktop in this scenario?

A. 50 B. 70 C. 120 D. 190

Answer: C

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